Power Framework

Microsoft Project & Planner Solution Support Services

Microsoft Project & Planner Solution Support Services provide ongoing operational, technical and advisory support for Microsoft-based project, portfolio and work management platforms. The service helps organisations run, maintain and optimise their PPM solutions, ensuring stability, user adoption and continuous improvement.

Features

• Business-as-usual support for Microsoft Project and Planner platforms
• Incident, problem and service request management
• Dedicated Helpdesk
• Email and telephone support
• User accessible web portal for status of incidents
• Screen share or remote access to resolve incidents
• Support engineers with specialist knowledge

Benefits

• Rapid resolution of issues and questions using proven best practice
• Access to specialist Microsoft PPM expertise when you need it
• Reduced downtime and faster return to productive working
• Effective escalation and coordination with Microsoft where required
• Sustained user satisfaction, confidence and platform adoption

Service documents

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gero.renker@programframework.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

423235232546217

Contact

Gero Renker
020 39347205
gero.renker@programframework.com

About your service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Other

Service scope

• Service constraints: This service is delivered primarily as a remote service using Microsoft collaboration tools. Support is provided during agreed business hours and is limited to Microsoft Project, Planner and related Microsoft PPM technologies such as Power App, Power BI, SharePoint. The service does not include end-user device support, network support, or third-party applications outside the Microsoft ecosystem. Response times and scope are aligned to the agreed support plan. Onsite support, extended hours, or additional services can be provided by prior agreement and may incur additional cost.

User support

• Email or online ticketing support: Yes
• Support response times: Major Issues (Most or all users impacted) - 4 business hours; Minor Issues (Few or no users impacted) - 16 business hours; Queries - 4 business days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Our support offering includes unlimited support requests via our online ticketing system (Zendesk), covering incidents, service requests, configuration queries, and general product guidance. Unless otherwise agreed, customers are not restricted by caps on tickets or hours, ensuring predictable costs and consistent access to help when required. Support is delivered by experienced cloud support engineers with in-depth knowledge of the solution and the Microsoft cloud platform. They provide functional and technical assistance, including troubleshooting, root cause analysis, and advice on best practice usage. In addition to day-to-day support, each customer is assigned a named Account Manager. The Account Manager acts as the primary point of contact, providing service oversight, coordinating support activities, and supporting ongoing adoption, optimisation, and roadmap alignment. Where appropriate, the Account Manager works closely with our technical team to ensure customer requirements are understood and addressed effectively.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Pricing

• Discount for educational organisations: No

Architecture roles

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£1,350.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Sunday 17 March 2024
• What the ISO/IEC 27001 doesn’t cover: Does not cover infrastructure security, provided by Microsoft under their own ISO/IEC 27001-certified cloud services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Sunday 17 March 2024
• What the ISO 9001 doesn’t cover: Not covering: Underlying cloud infrastructure operations, which are provided by Microsoft. Datacentre facilities and physical security, operated by Microsoft Azure. Microsoft platform services (Azure, Power Platform, Dataverse, Entra ID), which are covered by Microsoft’s own ISO 9001 certifications.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 55c08bb8-5caa-4400-9a0b-d4bdcb8e3735
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gero.renker@programframework.com. Tell them what format you need. It will help if you say what assistive technology you use.